Help Desk Migration Keeps Vanta's SOC 2 Audit Trail in 128,000+ Ticket Move to Atlassian Jira Service Management

Résumé détaillé

Vanta, a compliance automation platform, asked Help Desk Migration for an enterprise ITSM migration from Freshservice to Jira Service Management that kept the original reporters,…

Vanta, a compliance automation platform, asked Help Desk Migration for an enterprise ITSM migration from Freshservice to Jira Service Management that kept the original reporters, assignees, and approvals intact across 512,000 comments and 86,000 attachments.

TERNOPIL, Ukraine, Nov. 11, 2026 /PRNewswire/ -- Help Desk Migration moved 128,000+ tickets for Vanta from Freshservice to Jira Service Management (JSM) and transferred every original reporter, assignee, and approval. The data migration took 21 days. Vanta automates SOC 2, HIPAA, and ISO 27001 compliance for 15,000+ customers, so its timestamps and request history count as evidence in its own SOC 2 audit.

Freshservice stopped keeping pace on scalability, flexibility, and integrations. Vanta wanted better workflows, reporting, and closer alignment with its engineering and IT tooling. JSM now serves as the internal request portal for IT, People Ops, Workplace, GTM Systems, HR, and Access Management, and it syncs both ways with Slack. Nearly every Vanta employee touches it as a requester.

Freshservice and JSM fields do not line up. JSM has no direct equivalent for keeping the original reporter and assignee on imported tickets. Approvals and service items need somewhere to go.

To keep the original reporter on migrated tickets, Help Desk Migration wrote the original reporter and assignee data into custom Original reporter and Original assignee fields in JSM. Each approval's approver name, email, and date moved into the ticket description, next to Freshservice values such as Original ID, Group, and Category. Agent comments kept their authors: name and email lead every comment. Tags from the Group field received an FS- prefix, and inline images moved as attachments.

Vanta ran a Demo Migration to validate field mapping and data integrity, which exposed reporter and assignee mapping issues before the full migration.

"We're a compliance company, so being able to show timestamps and request history matters for things like our…

"I…

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